Skip to main content
Participant
September 18, 2021
Question

Premier Pro Not responding

  • September 18, 2021
  • 2 replies
  • 1167 views

Just bought Creative Cloud last week (07/09/21) and started to use Premier pro. I have experience using another video editor so is not hard to understand Premier, the problem is that keep freezing (Not responding) every 20 min or less of use.

It doesn’t matter what I’m doing, if editing, cropping, adding effect or adjusting colours.. It crashed so many times that is not related to a specific task performed.
When it crashes, I have to sign out than restarted windows because I can’t open any other program.

Yes, I tried to open with ALT+Shift, reinstalled Premier, deleted Codec, started a new file, different files, etc…

More info:

  • What version of Premiere Pro? Include the minor version number
    15.4.1 Build 6
  • Have you installed the recent updates?
    I installed Creative Cloud, so I believe everything is update.
  • What operating system? This should include specific minor version
    Edition          Windows 10 Pro
  • Version         21H1
  • Installed on  ‎5/‎03/‎2021
  • OS build        19043.1165
  • Experience   Windows Feature Experience Pack 120.2212.3530.0

  • What kind(s) of source footage? When telling about your source footage, tell us about the codecs, not just the container types.
    I have been testing different projects, like collaboration so the original files were from different sources (Cameras, mobiles phones, etc) After so many crashes I put all of them in another video editor (Shotcut) and exported everything in mp4 to make all of them in the same format. It didn’t work.
    After that I got all the files import all of them, one by one in Premier, exported through premier, then tried to start a new project with these files and crashed again…
    Then I was trying more simple videos just to insert captions in one of them and keeps crashing, complete frustrating…
  • If you are getting any error message(s), what is the full text of the error message(s)?
    Premier stops working, and when I try to close the program, the msg on the top bar is: Premier is not responding.
  • What were you doing when the problem occurred?
    It happens more than 20 times and I was doing different simple tasks, like zoom, crop, editing, resize, adding captions, etc…
  • Has the same media with this computer system ever worked before?
    Yes, no problems at all when using shotcut to do the same job.
  • Did you update your project from one major version of Premiere Pro to the next, and then saw problems in the project?
    No, I just get Premier now and it’s my first project.
  • Tell us about your computer hardware. Be especially certain to tell us about your OS, CPU, RAM, GPU (make, model, driver version), any third-party I/O hardware (e.g., AJA, Blackmagic) and the type of media drives you are using.
    Device name            DESKTOP-F8ATECU

Processor           Intel(R) Core(TM) i7-8650U CPU @ 1.90GHz   2.11 GHz

Installed RAM   16.0 GB (15.8 GB usable)

System type       64-bit operating system, x64-based processor

Pen and touch   Touch support with 10 touch point

  •  
    • Is the media playing back on a fast enough drive?
      I think so.
    • Is the drive connected to a high speed port on the computer?
      I have a concern here, because my C drive where the premier is installer and the files are, is 75% full.
  • Are you using Mercury Playback Engine GPU Acceleration?
    ??? Probably not
  • Do you still have the issue when choosing Project Settings > General > Renderer > Mercury Playback Engine (Software Only)?
  • Does the problem only happen with your final output, with previews, or both? Crashes with no reason, all the time
  • Do you have a crash log that you can upload (Creative Cloud or DropBox, etc.) so we can inspect it?
    Yes, 

    File: AdobeLogs_20210918_061415_901-win.zip

  • Do you have a project file that you can upload (Creative Cloud or DropBox, etc.) so we can inspect it?
    Yes, to be honest, every new project I start have problems, so I don’t believe the problem is with the media.
  • Do you have a sample video clip that you can upload (Creative Cloud or DropBox, etc.) so we can inspect it?
    Yes, all of them were stopped because Premier is not responding.
  • Can you provide a screenshot or sample movie?
    • Screenshots and sample movies are often very useful in showing exactly what you're seeing, and can thus make getting an answer faster and easier.
    • You can embed screenshots and YouTube movies directly in the post.
  • Also Helpful:
    • What other software are you running?
      I use this PC to work as well, so I have windows office and also Cakewalk by Bandlab (DAW)
    • Do you have any third-party effects or codecs installed?
      Yes, a Codec. But it was uninstalled with hope to fix the problem but didn’t work either.

Also, please do everyone a favor and check the Premiere Pro FAQ list and also do a quick Premiere Pro Community Help search to see if your question has been addressed already.
yes, it was addressed plenty of times and I did everything mentioned there and didn’t work,  that’s why I’m here.

 

 

This topic has been closed for replies.

2 replies

John T Smith
Community Expert
Community Expert
September 18, 2021

Do not count on Windows to be fully up to date when it comes to device drivers
Go to the vendor site to be sure you have an updated driver for your graphic adapter
nVidia Driver Downloads http://www.nvidia.com/Download/index.aspx?lang=en-us
-for Premiere Pro use the STUDIO driver, not the GAMING driver
-such as (this MAY not be the latest) https://www.nvidia.in/Download/driverResults.aspx/177929/en-in
If you have a laptop you MAY also need to check for a laptop specific nVidia driver
ATI Driver https://www.amd.com/en/support
Intel https://downloadcenter.intel.com/product/211969/Intel-HD-Graphics-Family
There are also intermittent reports that the newest driver is not always the best driver due to driver bugs or compatibility issues, so you MAY need to try an earlier driver version

Ann Bens
Community Expert
Community Expert
September 18, 2021

Your C drive is a real concern.

75% full of programs and files is far from optimal.

C is supposed to be only for OS and Programs.

The rest should be on a dedicated AV drive, preferable a SSD.

As this is a desktop this should not be an issue to put some drives into.

Participant
September 26, 2021

Hi mate, Thanks for your replay.

 

It's a laptop and I clean as much as I could, now the ssd hard drive is 70% full and I don't think this is the problem.

Also updated all the drivers and still the same problem. When it crashes I can't use anything else on the computer, I have to restart it. Don't know what to do, I hope with Windows 11 and a probably update in Premier Pro save me from this situation.

Inspiring
September 26, 2021

You said "When it crashes I can't use anything else on the computer, I have to restart it.", that means the problem is your laptop or your windows 11 it self.
Why do your used Windows 11?

I think Windows 11 is still Beta and official rilis will be still October.

######Raizen 7, 40Gb Ram, RTX 3060, Win 11 -- All of Software in the world are just tools. Buy it if it works for you :)